Customer Service Manager

Customer Service Manager

Your role as a Customer Service Manager is to provide guidance, training, and support to the customer service department as it relates to customer requirements, production portals, electronic communications, CUMES management, ERP management, and other relevant responsibilities in New Hudson, MI. You will report to the Operations Manager. You will:

• Provide leadership and support to the Customer Service team. Ensuring 100% accuracy in transactions and complete customer satisfaction with the service ordering and delivery processes.
• Develop overall training processes to ensure consistency in operating.
• Determine gaps in processes and work with the team to ensure that they are closed.
• Regularly monitor transactions to ensure accuracy and compliance with approved processes.
• Process and review customer orders using both Syspro and Cadacus.
• Collaborate with Production, IT, Sales, APQP Engineer, and Project Management to ensure customer demands are being met and that all important data is collected to begin the business process with a new customer.
• Work with the Finance department to confirm accurate pricing and the completion of daily invoicing.
• Follow up on customer inquiries regarding service order status, pricing, delivery, etc.
• Must have flexibility to work hours as required to support the customer. Off-site support during off hours as needed.
• Participate in customer communication and visits.
• Lead the customer service department. Perform employee appraisals. Create required development plans. Monitor performance. Other duties as assigned.

To succeed, you will need:

• Preferred 3-5 years of direct customer service experience – preferably in the automotive industry.
• Prior experience in a leadership role.
• Minimum of 3 years ERP system experience.
• Minimum of 3 years EDI experience.
• Working knowledge in Covisint: Ford Application Knowledge.
• Working knowledge in EV portals.
• Self-motivated and driven to achieve targets.
• High School Diploma required.

In return, we offer:

• Culture of trust and accountability.
• Lifelong learning and career growth.
• Innovation powered by people.
• Comprehensive compensation and benefits.
• Health and well-being.

Job location: This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our (insert organization here) in New Hudson, United States (US).